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Frequently asked questions are listed below. Can't find an answer to your question? Please send us your inquiry in English or Japanese from the "Contact Us" tab above.

Do you offer custom-made services?

We offer a "Colour Order" service at our selected shops where you can choose colours for bags, wallets and accessories. Click here to find available shops near you.
*Please note that at this time, we do not ship outside Japan.

What is "Kitamura Shopping Ticket"?

It is our original gift voucher that can be used in the following shops and our online shop. (Handling fee and fees for registered mail for cash are to be paid by the customers when purchasing online.)
The vouchers will come in values of 1,000 yen.
*Please note that at this time, we do not ship outside Japan.

Important information about Kitamura Shopping Ticket

  • If the full balance of the voucher is not used in one transaction, we return the unused portion of the voucher in cash. (Please note in case of online purchase, no cash will be returned if the order value is less than the voucher value. Please pay exact amount with registered mail for cash.)
  • Vouchers cannot be redeemed for cash or other gift vouchers.
  • We are not responsible if a voucher is lost, stolen or destroyed.

Where to purchase Kitamura Shopping Ticket:

Motomachi Main Shop, Motomachi Crocodile Shop, Motomachi 3-chome Shop, Motomachi Men's Shop, Yokohama Landmark Shop, Sakuragicho CIAL Shop, Tamagawa Takashimaya Shop, IKSPIARI Shop (Vouchers are not sold via our online shop.)

What is “Kitamura Charming Ticket”?

"Kitamura Charming Ticket" (a shopping voucher) is sold in our shops in Motomachi during "Motomachi Charming Sale" held twice a year in Yokohama Motomachi Shopping Street.
During Motomachi Charming Sale a 1,000 yen value ticket is sold for just 800 yen!

Important information about Kitamura Charming Ticket

  • Vouchers cannot be redeemed for cash or other gift vouchers. No cash will be returned if the order value is less than the voucher value.
  • Vouchers expire in 6 months. (No expiration date for Kitamura Shopping Ticket.)
  • Vouchers cannot be used during Motomachi Charming Sale and for any item offered at a special price.
  • We are not responsible if a voucher is lost, stolen or destroyed.

Where to purchase Kitamura Charming Ticket:

Motomachi Main Shop, Motomachi Crocodile Shop, Motomachi 3-chome Shop, Motomachi Men's Shop

Where to use Kitamura Charming Ticket:

Motomachi Main Shop, Motomachi Crocodile Shop, Motomachi 3-chome Shop, Motomachi Men's Shop, Yokohama Landmark Shop, Sakuragicho CIAL Shop, Tamagawa Takashimaya Shop, IKSPIARI Shop and online shop (Handling fee and fees for registered mail for cash are to be paid by the customers when purchasing online.)
*Please note that at this time, we do not ship outside Japan.

How should I take care of leather goods?

It's important to protect leather (especially genuine leather) goods from humidity and dirt.
If leather gets wet, dab with a dry cloth to absorb the moisture. This also applies to waterproofed leather.
After use, wipe away any dust or dirt with a soft cloth. Gently remove dirt on the corners of the bag with a clean plastic eraser (commercially available ones can also be used.) If using a specific cleaner, please follow its instructions and precautions.
Humidity inside the closet is higher than it may seem. It is advised to take the bag out of the closet and let it breathe regularly if not using it often. Click here for more information.

Do you provide repair services?

We offer repair services on items you have purchased from us. Please note that we strive to meet our customers' needs as much as possible, but depending on the condition and materials of the item, we may not be able to do so.
Please also note that in some cases charges may apply.
Please bring or send your item directly to our shop near you. At this time, we do not ship repaired products outside Japan. If you have any questions, please send us your inquiry from the "Contact Us" tab above for assistance.

Can I have my shoulder bag remade as a handbag?

We're sorry. We cannot modify the design. However, depending on the design, a shoulder strap length can be adjusted. Please feel free to send us your inquiry from the "Contact Us" tab above if you have any questions.

What should I do if a lining starts to stick?

This is a characteristic of synthetic leather and caused by humidity, moisture and aging.
You may be able to prevent the synthetic leather from getting sticky and coming off by storing your item in a humidity controlled place.
As for a repair, due to the process being complex, charges will apply. Depending on the design and how it's made, we are unable to offer a repair service. Repair methods may differ depending on the condition of your item. If you have any questions, please send us your inquiry from the "Contact Us" tab above.

Where can I find your shop?

You can find our shops in the Shop List page. Please click here.

Are Kitamura and Kitamura K2 the same company?

No, "Kitamura" and "Kitamura K2" are not the same company. Products, quality, designs and services are completely different.

Do you have an online shop?

Yes. You can check out a variety of items, including new items and popular items at our online shop.
Items on the online shop can also be purchased via phone or FAX. (This service is currently available in Japanese only.)
*At this time, our online shop is only available in Japanese, and we do not ship outside Japan.

ONLINE SHOP

Do you have a tax-free shop?

Yes. We offer tax-free services at the following Kitamura shops. As for other Kitamura shops located at department stores, please contact their tax refund counter.
Please note that tax-free services are not available for our online shop and Atsugi Parking Area.

Tax-free shops:
Motomachi Main Shop
Motomachi Crocodile Shop
Motomachi 3-chome Shop
Motomachi Men's Shop
Landmark Shop
Sakuragicho CIAL Shop
IKSPIARI Shop
Tamagawa Takashimaya Shop

Important information about our tax-free services:
Only general goods are subject to tax exemption.
For details, please refer to the link below.
http://tax-freeshop.jnto.go.jp/eng/shopping-guide.php
Source: Japan Tourism Agency website

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